Customer Solutions Specialist

Major Duties & Responsibilities:

• Provide professional and timely support to customers via phone, secure chat, and email; research and resolve inquiries, complaints, and service requests.
• Process customer transactions accurately and efficiently, including account servicing, maintenance requests, and operational tasks.
• Complete time-sensitive documents, reports, and daily operational duties as assigned.
• Perform post-resolution follow-up to ensure complete customer satisfaction.
• Support digital banking services, including troubleshooting online banking, ACH, wires, and Remote Deposit Capture.
• Review and submit wire transfers in accordance with bank procedures.
• Review, release, and assist with ACH processing; understand risk management practices and documentation requirements.
• Assist with Remote Deposit Capture administration, including password resets and customer support.
• Accurately process and document customer transactions, including P2P, A2A, Bill Pay, and other digital banking activity, and generate reports as needed.
• Identify, escalate, and report suspicious activity, fraud concerns, and customer complaints in accordance with compliance requirements.
• Maintain a strong understanding of bank products and services; educate customers and identify opportunities for referrals and cross-selling.
• Order department supplies and assist with general departmental maintenance tasks.
• Collaborate with internal teams to ensure seamless service delivery and issue resolution.
• Consistently demonstrate a positive, professional attitude that reflects the bank’s culture and values.
• Perform other duties as assigned.

Compliance & Risk Responsibilities:

• Adhere to all applicable banking regulations, including BSA/AML, Red Flag, and internal policies and procedures.
• Maintain awareness of fraud trends and escalate concerns appropriately.
• Ensure proper handling of sensitive customer information and secure banking practices.